Enterprise Customer Success Manager

Proton.ai•Cambridge, MA

14d•$100,000 - $130,000•Hybrid

About The Position

Proton is an AI-powered industry cloud for B2B distributors, combining CRM, PIM, Quote and Order Entry automation, Pronto, and AI agents. The Enterprise Customer Success Manager owns an approximately $2.5 million ARR portfolio of enterprise and mid-market customers and helps them achieve business growth through effective use of Proton. The role includes strategic conversations with executives as well as hands-on work to understand customer workflows and resolve adoption challenges. This is a hybrid role based in the greater Boston area, with more than 10 customer visits per year. The position reports to the Manager of Customer Success. Compensation is listed as $100,000–$130,000 total base plus variable compensation and equity, with full benefits.

Requirements

3–4 or more years of experience in Customer Success or a similar customer-facing role in B2B SaaS.
Ability to adapt to changing priorities and stay focused on customer outcomes.
Strong curiosity about how businesses operate and a habit of asking questions to understand underlying needs.
Demonstrated ownership, follow-through, and responsiveness to customer problems.
Consultative, creative, and solution-oriented approach, including the ability to find the right internal partners and develop a plan when an answer is not immediately available.
Comfort with ambiguity and switching between strategic planning and hands-on problem-solving.
Technical curiosity and willingness to learn CRMs, data tools, and AI agents and help customers use them effectively.
Confidence communicating with executives and understanding their priorities.
Knowledge of how to help teams adopt and continue using new tools.

Nice To Haves

Experience at an early-stage company.

Responsibilities

Understand each customer’s business, sales processes, obstacles, and growth goals by asking detailed questions.
Lead business conversations about revenue, sales-representative productivity, customer goals, and how Proton can help achieve them.
Take ownership of customer outcomes and coordinate with Product, Engineering, Implementation, or Sales to resolve issues and make progress.
Build trusted relationships with customer representatives, managers, and executives.
Use data and usage trends to assess performance and provide clear recommendations in Executive Business Reviews.
Identify opportunities to expand customer partnerships and collaborate with Sales to pursue them.
Use internal AI tools and agents to find answers, uncover insights, automate work, and build solutions that save customers time and support growth.
Identify account risks early, communicate them honestly, and develop plans to address them.
Share customer insights with Product and the Customer Success team to support continued improvement.
Support customer adoption and renewal success by maintaining active, engaged customers and driving high adoption from implementation through renewal cycles.